Communication devices and methods for temporal analysis of voice calls

ABSTRACT

Headsets having corresponding audio adapters and methods comprise: a microphone configured to generate analog audio for a voice call; an analog-to-digital converter configured to convert the analog audio to digital audio; a voice activity detector configured to detect speech in the digital audio; a processor configured to i) determine a temporal characteristic of the speech, and ii) generate a message based on the temporal characteristic of the speech and a temporal characteristic of the voice call; and a transmitter configured to transmit the message.

RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.14/310,412, filed Jun. 20, 2014; which application is incorporatedherein by reference.

FIELD

The present disclosure relates generally to the field of audioprocessing. More particularly, the present disclosure relates toanalysis of voice calls.

BACKGROUND

This background section is provided for the purpose of generallydescribing the context of the disclosure. Work of the presently namedinventor(s), to the extent the work is described in this backgroundsection, as well as aspects of the description that may not otherwisequalify as prior art at the time of filing, are neither expressly norimpliedly admitted as prior art against the present disclosure.

Customer calls into a business can often be emotional events. Thecustomer is calling for help to solve a problem. If a customer and anemployee are having difficulty in reaching an agreed resolution the callmay become problematic. Keeping a customer, and solving the customer'sproblem, are very important to repeat business opportunities. Thereforeit is desirable to identify problematic customer calls.

Some conventional approaches employ software to analyze the content ofthe call in an attempt to identify words or phrases that may indicate aproblem call. However, such approaches tend to be processor-intensive,and so cannot be applied in real time. In addition, the requiredsoftware may be prohibitively expensive to purchase.

SUMMARY

In general, in one aspect, an embodiment features a headset comprising:a microphone configured to generate analog audio for a voice call; ananalog-to-digital converter configured to convert the analog audio todigital audio; a voice activity detector configured to detect speech inthe digital audio; a processor configured to i) determine a temporalcharacteristic of the speech, and ii) generate a message based on thetemporal characteristic of the speech and a temporal characteristic ofthe voice call; and a transmitter configured to transmit the message.

Embodiments of the headset may include one or more of the followingfeatures. In some embodiments, the processor is further configured todetermine an interval elapsing between i) transfer of the voice call tothe headset, and ii) occurrence of the speech; and the message describesthe interval. In some embodiments, the transmitter is further configuredto transmit the digital audio. In some embodiments, wherein the voiceactivity detector is a first voice activity detector, wherein the audiois first audio, and wherein the speech is first speech, the headsetfurther comprises: a receiver configured to receive second digitalaudio; and a voice activity detector configured to detect second speechin the second digital audio; wherein the processor is further configuredto determine the temporal characteristic of the voice call based on thesecond speech. In some embodiments, the processor is further configuredto determine at least one of: a first parameter representing a durationof contemporaneous occurrence of the first speech and the second speech,a second parameter representing a ratio of i) a duration of the firstspeech and ii) a duration of the second speech, and a third parameterrepresenting a duration of no speech and at least one of iii) a durationof the first speech and iv) a duration of the second speech; and themessage includes at least one of the first parameter, the secondparameter, and the third parameter. In some embodiments, wherein theanalog audio is first analog audio, the headset further comprises: adigital-to-analog converter configured to convert the second digitalaudio to second analog audio; and a speaker configured to generate soundbased on the second analog audio. In some embodiments, the processor isfurther configured to determine amplitudes of the first speech and thesecond speech; and the message describes the amplitudes of the firstspeech and the second speech.

In general, in one aspect, an embodiment features an audio adaptercomprising: a headset interface configured to receive analog audio for avoice call; an analog-to-digital converter configured to convert theanalog audio to digital audio; a voice activity detector configured todetect speech in the digital audio; a processor configured to i)determine a temporal characteristic of the speech, and ii) generate amessage based on the temporal characteristic of the speech and atemporal characteristic of the voice call; and a host interfaceconfigured to transmit the message.

Embodiments of the audio adapter may include one or more of thefollowing features. In some embodiments, the processor is furtherconfigured to determine an interval elapsing between i) transfer of thevoice call to the audio adapter, and ii) occurrence of the speech; andthe message describes the interval. In some embodiments, the hostinterface is further configured to transmit the digital audio. In someembodiments, wherein the audio is first audio, and wherein the speech isfirst speech, the audio adapter further comprises: a second voiceactivity detector configured to detect second speech in the seconddigital audio; wherein the processor is further configured to determinethe temporal characteristic of the voice call based on the secondspeech. In some embodiments, the processor is further configured todetermine at least one of: a first parameter representing a duration ofcontemporaneous occurrence of the first speech and the second speech; asecond parameter representing a ratio of i) a duration of the firstspeech and ii) a duration of the second speech; and a third parameterrepresenting a duration of no speech and at least one of iii) a durationof the first speech and iv) a duration of the second speech; and themessage includes at least one of the first parameter, the secondparameter, and the third parameter. Some embodiments comprise adigital-to-analog converter configured to convert the second digitalaudio to second analog audio. In some embodiments, the processor isfurther configured to determine amplitudes of the first speech and thesecond speech; and the message describes the amplitudes of the firstspeech and the second speech.

In general, in one aspect, an embodiment features a method for a headsetcomprising: generating analog audio for a voice call; converting theanalog audio to digital audio; detecting speech in the digital audio;determining a temporal characteristic of the speech; generating amessage based on the temporal characteristic of the speech and atemporal characteristic of the voice call; and transmitting the message.

Embodiments of the method may include one or more of the followingfeatures. determining an interval elapsing between i) transfer of thevoice call to the headset, and ii) occurrence of the speech; anddescribing the interval in the message.

In some embodiments, wherein the audio is first audio, and wherein thespeech is first speech, the method further comprises: receiving seconddigital audio; detecting second speech in the second digital audio, anddetermining the temporal characteristic of the voice call based on thesecond speech. Some embodiments comprise determining at least one of afirst parameter representing a duration of contemporaneous occurrence ofthe first speech and the second speech, a second parameter representinga ratio of i) a duration of the first speech and ii) a duration of thesecond speech, and a third parameter representing a duration of nospeech and at least one of iii) a duration of the first speech and iv) aduration of the second speech; and including at least one of the firstparameter, the second parameter, and the third parameter in the message.In some embodiments, wherein the analog audio is first analog audio, themethod further comprises: converting the second digital audio to secondanalog audio; and providing the second analog audio to a speaker of theheadset. Some embodiments comprise determining amplitudes of the firstspeech and the second speech; and describing the amplitudes of the firstspeech and the second speech in the message.

The details of one or more implementations are set forth in theaccompanying drawings and the description below. Other features will beapparent from the description and drawings, and from the claims.

DESCRIPTION OF DRAWINGS

FIG. 1 shows elements of a contact center according to one embodiment.

FIG. 2 shows elements of the active headset of FIG. 1 according to oneembodiment.

FIG. 3 shows elements of the audio adapter of FIG. 1 according to oneembodiment.

FIG. 4 shows a process for the active headset and audio adapter of FIGS.1-3 according to one embodiment.

The leading digit(s) of each reference numeral used in thisspecification indicates the number of the drawing in which the referencenumeral first appears.

DETAILED DESCRIPTION

Embodiments of the present disclosure provide communication devices andmethods for temporal analysis of voice calls. While some conventionalapproaches to voice call analysis examine the content of the speech in avoice call, the described embodiments examine the timing of the speech.While the disclosed embodiments are described in context of a voice callbetween a customer and a customer service agent, the describedtechniques are applicable to any voice call, and to any number of voicecall participants. And while the disclosed embodiments are variouslydescribed as implemented in a headset, or in an audio adapter forconnecting a headset with a host, the described techniques may beapplied to other suitable communication devices. Other features arecontemplated as well.

Several useful metrics may be collected by temporal analysis of a voicecall. Any of these metrics may be used to identify a problematic voicecall. One such metric, which may be referred to as “crosstalk” or“doubletalk,” refers to events where the customer and the customerservice agent speak at the same time. The occurrence of crosstalk, orduration of crosstalk in excess of a selected threshold, may be used totrigger an alert message to be sent from the communication device to asupervisor. In addition, an indicator of the crosstalk may be displayedon a monitor for the customer service agent.

Another voice call metric that may be collected by temporal analysis ofa voice call, which may be referred to as “talk vs. listen,” measuresthe amounts or relative amounts of conversation contributed by eachparty to a voice call or portion of a voice call, and may be expressedas a ratio. Some customer service calls are expected to be drivenprimarily by the customer, others by the customer service agent. The“talk vs. listen” metric can be used to determine best practices for aparticular call type, for a particular customer type, and the like,based on successful customer contacts. The amount of silence during thevoice call may also be incorporated into these metrics. For example, themetrics may include a ratio of customer speech amount to silence, aratio of total speech amount to silence, and the like. These metrics maybe compared to established baselines to assist with coaching andimprovement of customer service agent performance.

Another voice call metric that may be collected by temporal analysis ofa voice call measures a speed of response of a customer service agent inanswering a customer service call. For example, the metric may describean interval elapsing between transfer of a voice call to the headset ofthe customer service agent and occurrence of speech in the voice call.In most cases, the agent will speak first, but in some cases, thecustomer may speak first. The metric may identify the first speaker. Thetransfer of the call to the agent may be initiated by an automatic calldistributor or by the agent, for example by a button press on theagent's headset.

In various embodiments, these metrics may be reported routinely by acommunication device to a host, by push or pull technology, for actionin real time or later analysis. In some embodiments, a metric exceedinga selected threshold may trigger the communication device to send amessage to the host, for example to a supervisor for immediate action orfor routine reporting. The message may include the metrics collected.

FIG. 1 shows elements of a contact center 100 according to oneembodiment. Although in the described embodiment elements of the contactcenter 100 are presented in one arrangement, other embodiments mayfeature other arrangements. For example, elements of contact center 100may be implemented in hardware, software, or combinations thereof. Asanother example, various elements of the contact center 100 may beimplemented as one or more digital signal processors. In the presentdisclosure, the contact center 100 is described in terms of an agent ina call center. However, the techniques described herein are applicableto any headset user in any environment.

Referring to FIG. 1, the contact center 100 may include an interactivevoice response (IVR) system 102, an automatic call distributor 104, acustomer relationship management (CRM) system 106, and a personalcomputer (PC) 108. A contact center agent may use an active headset 110connected directly to the PC 108, or may use a passive headset 112connected to the PC 108 by an audio adapter 114. The active headset 110may be wired or wireless.

The agent may log on using the PC 108, and in some cases, the CRM system106. The logon may be automated. For example, the PC 108, and in somecases the CRM system 106, may recognize a serial number of the headset110, 112 as belonging to the agent, and therefore automatically logonthe agent.

The IVR system 102 may receive calls from a call network 116, providevoice prompts to the customer, and based on responses to the voiceprompts, route the call to the ACD 104. The ACD 104 may route the callto an agent selected on the basis of factors such as the agent'savailability and areas of expertise.

The active headset 110 or the audio adapter 114 may determine audiocharacteristics of the speech in the call, including temporalcharacteristics of the speech, and generate messages describing thedetermined audio characteristics. For example, the message may includemeasures of how often the customer and agent are speaking at the sametime (that is, “crosstalk”), a ratio of the time during which thecustomer is speaking and the time during which the agent is speaking(that is, “talk vs. listen”), how fast the agent answers the call, andthe like. The messages are sent to the PC 108, where they may beaugmented by other data such as agent ID, time of day, and the like. Themessages may be collected in a database 118 that may reside locally orremotely, and may be sent to the agent or a supervisor.

FIG. 2 shows elements of the active headset 110 of FIG. 1 according toone embodiment. Although in the described embodiment elements of theactive headset 110 are presented in one arrangement, other embodimentsmay feature other arrangements. For example, elements of the activeheadset 110 may be implemented in hardware, software, or combinationsthereof. As another example, various elements of the active headset 110may be implemented as one or more digital signal processors. Variouselements of the active headset 110 may be implemented as one or moreintegrated circuits. In the present disclosure, the active headset 110is described in terms of an agent in a call center. However, thetechniques described herein are applicable to any headset user in anyenvironment. And while in the described embodiment the active headset110 is connected to the PC 108 by a universal serial bus (USB) cable,the described techniques apply to other wired headsets and wirelessheadsets as well.

Referring to FIG. 2, the active headset 110 includes a USB interface202, a digital signal processor (DSP) 204, a processor 214, ananalog-to-digital converter (ADC) 216, a digital-to-analog converter(DAC) 218, an audio interface 220, a speaker 222, a microphone 224, anda control 226.

The USB interface 202 may implement a USB protocol for communicationwith the PC 108. The USB interface 202 may include a transmitter (TX)234 and a receiver (RX) 236. The audio interface 220 may provide signalconditioning for audio provided to the speaker 222 and audio receivedfrom the microphone 224. The DSP 204 may perform volume control,equalization, sample rate conversion, noise reduction, sound pressurelimitation, and the like. The DSP 204 may include one or more voiceactivity detectors (VAD). In particular, the DSP 204 may include areceive voice activity detector (RX VAD) 240 and a transmit voiceactivity detector (TX VAD) 244. The RX VAD 240 may provide a signal 242that indicates whether speech is present in the audio received from theUSB interface 202. The TX VAD 244 may provide a signal 246 thatindicates whether speech is present in the audio received from the audiointerface 220. For example, each signal 242, 246 may be a binary signal,with one value representing the presence of speech and the other valuerepresenting the absence of speech. The signals 242, 246 of the VADS240, 244 may be used by the processor 214 to determine the timing of thespeech of the customer and the timing of the speech of the agent.

FIG. 3 shows elements of the audio adapter 114 of FIG. 1 according toone embodiment. Although in the described embodiment elements of theaudio adapter 114 are presented in one arrangement, other embodimentsmay feature other arrangements. For example, elements of the audioadapter 114 may be implemented in hardware, software, or combinationsthereof. As another example, various elements of the audio adapter 114may be implemented as one or more digital signal processors. In thepresent disclosure, the audio adapter 114 is described in terms of anagent in a call center. However, the techniques described herein areapplicable to any headset user in any environment. And while in thedescribed embodiment the audio adapter 114 is connected to the PC 108 bya universal serial bus (USB) cable, the described techniques apply toother connections as well.

Referring to FIG. 3, the audio adapter 114 includes a USB interface 302,a digital signal processor (DSP) 304, a processor 314, ananalog-to-digital converter (ADC) 316, a digital-to-analog converter(DAC) 318, and an audio interface 320. Each of the elements of the audioadapter 114 may be implemented in a manner similar to correspondingelements of the active headset 110 as described with reference to FIG. 2above, and may operate in a similar manner.

The DSP 304 may include one or more voice activity detectors (VAD). Inparticular, the DSP 304 may include a receive voice activity detector(RX VAD) 340 and a transmit voice activity detector (TX VAD) 344. The RXVAD 340 may provide a signal 342 that indicates whether speech ispresent in the audio received from the USB interface 402. The TX VAD 344may provide a signal 346 that indicates whether speech is present in theaudio received from the audio interface 320. For example, each signal342, 346 may be a binary signal, with one value representing thepresence of speech and the other value representing the absence ofspeech. The signals 342, 346 of the VADS 340, 344 may be used by theprocessor 314 to determine the timing of the speech of the customer andthe timing of the speech of the agent.

FIG. 4 shows a process 400 for the active headset 110 of FIGS. 1 and 2according to one embodiment. The audio adapter 114 of FIGS. 1 and 3 mayimplement a similar process. Although in the described embodiments theelements of process 400 are presented in one arrangement, otherembodiments may feature other arrangements. For example, in variousembodiments, some or all of the elements of process 400 can be executedin a different order, concurrently, and the like. Also some elements ofprocess 400 may not be performed, and may not be executed immediatelyafter each other. In addition, some or all of the elements of process400 can be performed automatically, that is, without human intervention.

Referring to FIG. 4, at 402, a voice call may be transferred to theactive headset 110. In some embodiments, the call may be transferredautomatically by the ACD 104. In some embodiments, the agent maytransfer the call, for example by pressing the control 226 on the activeheadset 110. At 404, the active headset 110 may detect the transfer ofthe voice call. In the case of a call transferred automatically by theACD 104, the active headset 110 may detect a zip tone or the like thatis provided by the ACD 104. In the case of a call transferred by theagent, the active headset 110 may detect a press of the control 226.

At 406, the active headset 110 may detect speech. The RX VAD 240 maydetect speech by the customer. In particular, the receiver 236 mayreceive digital audio. The RX VAD 240 may detect speech in the digitalaudio, and may output a signal 242 indicating speech detection. Forexample, the signal 242 may be a binary flag.

The TX VAD 244 may detect speech by the agent. In particular, themicrophone 224 may generate analog audio responsive to the voice of theagent. The ADC 216 may convert the analog audio to digital audio. The TXVAD 244 may detect speech in the digital audio, and may output a signal246 indicating speech detection. For example, the signal 246 may be abinary flag.

At 408, the processor 214 may determine temporal characteristics of thevoice call based on the signals 242, 246 produced by the VADs 240, 244.At 410, the processor 214 may generate a message based on the temporalcharacteristic of the speech and a temporal characteristic of the voicecall. The message may be generated routinely, in response to the valueof a temporal characteristic exceeding a threshold, or the like. At 412,the transmitter 234 may transmit the message.

The message may include measures of the speed of response of the agentin answering the call, crosstalk, talk vs. listen, and the like. Forexample, the processor 214 may determine a measure of the speed ofresponse of the agent in answering the call by determine an intervalelapsing between transfer of the voice call to the active headset 110and occurrence of the speech of the agent. The processor 214 maydetermine a measure of crosstalk by determining a duration ofcontemporaneous occurrence of the agent's speech and the customer'sspeech. The processor 214 may determine a measure of talk vs. listen bydetermining a ratio of a duration of the agent's speech and a durationof the customer's speech over a selected period. The processor 214 maydetermine a duration of no speech and a duration of the agent's speechand/or a duration of the customer's speech. The processor 214 maydetermine other temporal measures of the speech as well.

In other embodiments, each message may include measures of how much timewas spent in one or more states since the last message. The states mayinclude one or more of talk, listen, silence, crosstalk, responding to acall, and the like. In such embodiments, the PC 108 may determine themeasures of speed of response of the agent in answering calls,crosstalk, talk vs. listen, and the like, based on the messages. Themessages may be transmitted to the PC 108 periodically.

The processor 214 may also determine non-temporal measures of thespeech. For example, the processor may determine amplitudes of theagent's speech and/or the customer's speech. The processor 214 maydetermine other non-temporal measures of the speech as well.

The PC 108 may add metadata to the message. For example, the metadatamay include a timestamp representing the time and date of the call, auserid for the agent, and other information such as the length of thecall, the identity of the customer, the subject of the call, and thelike. This metadata may be provided by the PC 108, the IVR system 102,the ACD 104, and the CRM system 106.

The message may be sent directly to a supervisor of the agent forimmediate action. The message may be sent to the agent. For example, thePC 108 may display the measures of the call on a monitor for the agent.The message may be stored in the database 118.

Various embodiments of the present disclosure can be implemented indigital electronic circuitry, or in computer hardware, firmware,software, or in combinations thereof. Embodiments of the presentdisclosure can be implemented in a computer program product tangiblyembodied in a computer-readable storage device for execution by aprogrammable processor. The described processes can be performed by aprogrammable processor executing a program of instructions to performfunctions by operating on input data and generating output. Embodimentsof the present disclosure can be implemented in one or more computerprograms that are executable on a programmable system including at leastone programmable processor coupled to receive data and instructionsfrom, and to transmit data and instructions to, a data storage system,at least one input device, and at least one output device. Each computerprogram can be implemented in a high-level procedural or object-orientedprogramming language, or in assembly or machine language if desired; andin any case, the language can be a compiled or interpreted language.Suitable processors include, by way of example, both general and specialpurpose microprocessors. Generally, processors receive instructions anddata from a read-only memory and/or a random access memory. Generally, acomputer includes one or more mass storage devices for storing datafiles. Such devices include magnetic disks, such as internal hard disksand removable disks, magneto-optical disks; optical disks, andsolid-state disks. Storage devices suitable for tangibly embodyingcomputer program instructions and data include all forms of non-volatilememory, including by way of example semiconductor memory devices, suchas EPROM, EEPROM, and flash memory devices; magnetic disks such asinternal hard disks and removable disks; magneto-optical disks; andCD-ROM disks. Any of the foregoing can be supplemented by, orincorporated in, ASICs (application-specific integrated circuits). Asused herein, the term “module” may refer to any of the aboveimplementations.

A number of implementations have been described. Nevertheless, variousmodifications may be made without departing from the scope of thedisclosure. Accordingly, other implementations are within the scope ofthe following claims.

What is claimed is:
 1. A headset comprising: a microphone configured togenerate analog audio for a voice call; an analog-to-digital converterconfigured to convert the analog audio to digital audio; a voiceactivity detector configured to detect speech in the digital audio; aprocessor configured to i) determine a temporal characteristic of thespeech, and ii) generate a message based on the temporal characteristicof the speech and a temporal characteristic of the voice call; and atransmitter configured to transmit the message.
 2. The headset of claim1, wherein the voice activity detector is a first voice activitydetector, wherein the audio is first audio, and wherein the speech isfirst speech, the headset comprising: a receiver configured to receivesecond digital audio; and a second voice activity detector configured todetect second speech in the second digital audio; wherein the processoris configured to determine the temporal characteristic of the voice callbased on the second speech.
 3. The headset of claim 2, the processorconfigured to determine a parameter representing a duration ofcontemporaneous occurrence of the first speech and the second speech;wherein the message includes the parameter.
 4. The headset of claim 2,the processor configured to determine a parameter representing a ratioof a duration of the first speech to a duration of the second speech;wherein the message includes the parameter.
 5. The headset of claim 2,the processor configured to determine a parameter representing aduration of no speech and at least one of i) a duration of the firstspeech and ii) a duration of the second speech; wherein the messageincludes the parameter.
 6. The headset of claim 2, wherein the analogaudio is first analog audio, the headset comprising: a digital-to-analogconverter configured to convert the second digital audio to secondanalog audio; and a speaker configured to generate sound based on thesecond analog audio.
 7. The headset of claim 2, wherein: the processoris configured to determine amplitudes of the first speech and the secondspeech; and the message describes the amplitudes of the first speech andthe second speech.
 8. An audio adapter comprising: a headset interfaceconfigured to receive analog audio for a voice call; ananalog-to-digital converter configured to convert the analog audio todigital audio; a first voice activity detector configured to detectspeech in the digital audio; a processor configured to i) determine atemporal characteristic of the speech, and ii) generate a message basedon the temporal characteristic of the speech and a temporalcharacteristic of the voice call; and a host interface configured totransmit the message.
 9. The audio adapter of claim 8, wherein the audiois first audio, and wherein the speech is first speech, the audioadapter comprising: a second voice activity detector configured todetect second speech in the second digital audio; wherein the processoris configured to determine the temporal characteristic of the voice callbased on the second speech.
 10. The audio adapter of claim 9, theprocessor configured to determine a parameter representing a duration ofcontemporaneous occurrence of the first speech and the second speech;wherein the message includes the parameter.
 11. The audio adapter ofclaim 9, the processor configured to determine a parameter representinga ratio of a duration of the first speech to a duration of the secondspeech; wherein the message includes the parameter.
 12. The audioadapter of claim 9, the processor configured to determine a parameterrepresenting a duration of no speech and at least one of i) a durationof the first speech and ii) a duration of the second speech; wherein themessage includes the parameter.
 13. The audio adapter of claim 9,comprising: a digital-to-analog converter configured to convert thesecond digital audio to second analog audio.
 14. The audio adapter ofclaim 9, wherein: the processor is configured to determine amplitudes ofthe first speech and the second speech; and the message describes theamplitudes of the first speech and the second speech.
 15. A method for aheadset comprising: generating analog audio for a voice call; convertingthe analog audio to digital audio; detecting speech in the digitalaudio; determining a temporal characteristic of the speech; generating amessage based on the temporal characteristic of the speech and atemporal characteristic of the voice call; and transmitting the message.16. The method of claim 15, wherein the audio is first audio, andwherein the speech is first speech, comprising: receiving second digitalaudio; detecting second speech in the second digital audio; anddetermining the temporal characteristic of the voice call based on thesecond speech.
 17. The method of claim 16, comprising: determining aparameter representing a duration of contemporaneous occurrence of thefirst speech and the second speech; and including the parameter in themessage.
 18. The method of claim 16, comprising: determining a parameterrepresenting a ratio of a duration of the first speech to a duration ofthe second speech; and including the parameter in the message.
 19. Themethod of claim 16, comprising: determining a parameter representing aduration of no speech and at least one of i) a duration of the firstspeech and ii) a duration of the second speech; and including theparameter in the message.
 20. The method of claim 16, wherein the analogaudio is first analog audio, the method comprising: converting thesecond digital audio to second analog audio; and providing the secondanalog audio to a speaker of the headset.